Senior Vice President, Client Success

We’re seeking a future team member for the role of SENIOR VICE PRESIDENT, CLIENT SUCCESS to join our DATA & ANALYTICS team. This role is located in  Boston, MA. 

In this role, you’ll make an impact in the following ways: 

• Independently oversee a portfolio of existing client relationships, focusing on revenue retention, client experience, and revenue growth through a combination of deepening and expanding existing relationships. 

• Monitor and manage client health metrics in collaboration with service teams. 

• Build and maintain strong, strategic relationships with clients to foster loyalty, increase product stickiness, and support contract renewals. 

• Act as a trusted advisor, understanding client goals, business needs, and technical landscapes to drive tailored adoption strategies. 

• Serve as a key advocate for clients, addressing service or product-related concerns and ensuring timely resolution. 

• Act as an escalation point for critical issues, collaborating with internal teams to drive solutions and enhance the client experience. 

• Continuously assess and act on client satisfaction scores (NPS, CSAT) to improve the overall client experience. 

• Gather and analyze client feedback to address friction points, prevent churn, and influence product development. 

• Consult with clients/prospects on their strategic vision and uses an in-depth understanding of the firm's solutions and value proposition to help achieve that vision. 

• Establish and nurture a client community through events, forums, and networking opportunities. 

• Provide strategic advice to executive stakeholders, ensuring alignment on business objectives and success strategies. 

• Drive a customer lifecycle strategy from onboarding to adoption, expansion, and renewal. 

• Support sales teams in contract renewals and expansion discussions, contributing to net revenue retention growth. 
  
   

To be successful in this role, we’re seeking the following: 

• 10 years of experience in financial technology, financial services, or a strong understanding of fintech products. 

• 5 years of experience in client success, account management, or relationship management, with a proven track record of driving retention and/or growth. 

• Strong executive presence and relationship management skills, with the ability to engage confidently with C-level stakeholders. 

• Confidence to build and maintain strong relationships with key stakeholders, ensuring open, transparent, and value-driven conversations. 

• Experience managing end-to-end client relationships, from onboarding through renewal. 

• Expertise in presenting Quarterly Business Reviews (QBRs) and performance reports to executive stakeholders. 

• Experience with CRM platforms for retention management, reporting, and engagement. 

• Deep understanding of financial services clients, ideally buy-side, with experience in data management or accounting solutions as a plus. 

• Ability to influence stakeholders at all levels, adapt to change, and drive strategic initiatives. 

• Excellent verbal and written communication skills. 

• Exceptional time management and organizational skills, with the ability to work under pressure and meet deadlines. 

• Proactive, self-starter attitude, with enthusiasm for client success and business growth. 

• Ability to translate client challenges into actionable business solutions. 

• Strong negotiation and conflict resolution skills, ensuring positive outcomes for both clients and the business. 

• Experience driving a customer-centric culture is a plus. 

• Passion for continuous learning and staying ahead of industry trends to provide innovative solutions. 

• A strategic mindset with the ability to balance short-term wins with long-term relationship-building.